Abstract
This case study describes innovation at the convergence of manufacturing and services. It presents a KIBS-type expert service that a Finnish forklift manufacturer offers to its clients. The core of the service is the optimisation of the clients’ warehouse logistics: the forklift fleet and its use. The innovation in the service is in its comprehensiveness; it includes not only elements that are linked to the functionality of the products (forklifts) and their operating environment, but it also tackles HR issues like work safety and the skill level of the respective drivers. The optimisation service consists of an analysis of the present situation and recommendations for improvements; within its total portfolio, our case company also provides the means to carry out the improvements. Training of forklift drivers in the cases where knowledge deficiencies are a problem is perhaps the most striking individual example of how far into the realm of services a manufacturer can penetrate.
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Toivonen, M., Valminen, K. (2012). Optimization of the Clients’ Warehouse Logistics: A KIBS-type Service in the Manufacturing Context. In: Macaulay, L., Miles, I., Wilby, J., Tan, Y., Zhao, L., Theodoulidis, B. (eds) Case Studies in Service Innovation. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-1972-3_6
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